Complain about a product or service

Earthlink DSL Cancellation

Earthlink • Tech Support • Cancellation disputes • Billing problems • "Free" trial • Other offers • DSL cancellation • DSL installation • DSL speed • Mailstation

Theresa of Moss Beach CA (2/26/04):
I canceled one week before contract was up after being a customer for 8 years. I was moving to an area where they dont exist. I was told they would waive the cancelation fee since it was only 7 days and I was a customer for so long. three days later my checking account was charged $149.95 plus another 9.95 for mailboxes I dont have.

When I called they said they would send it to the escalation team which they never did. For five days straight they keep putting me off with "someone will handle this" -- so far nothing and I am ready to sue their pants off for distress and everything else I can think of.

The bank charged me $26 overdraft since the money wasn't there. I can't cover it because I don't have it. I have a child who will be eating top ramen for two weeks to pay this off.

Ron of Cincinnati OH (12/11/03):
I am being billed on a service I had cancelled from EarthLink. four months after I stopped the service, EarthLink reopened the account without my knowledge or consent and started billing me again. Let me provide some background. I had been a DSL EarthLink customer for many yrs. when I found I would be moving out of state. I did not know if EarthLink could provide me with internet service at my new home but I wanted to keep my established email addresses so I intended to make a best effort to keep EarthLink as my ISP.

During the move process I closed the DSL service and opened a temp. less expensive account in order to maintain my email addresses. At my new home I found I could get EarthLink cable service via Time Warner. I called EarthLink and setup the new service and at the same time cancelled the temp. low cost dialup account. EarthLink said "no problem" and informed me that all my billing would now go thorough Time Warner on my new EarthLink Cable account.

After several months EarthLink took it upon themselves to reopen my closed dialup account, without my knowledge or consent and started charging my on-record credit card. Is that legal? After looking at the emailed bill I saw that I had 30 days to dispute it via mail, phone or email. I emailed my complaint and after a number of back and forth emails and a lot of hoops to jump through, EarthLink said I would have to Call them. If you have ever called EarthLink you would know you will spend hours being transferred from person to person, hour after hour. ( looks like ...Mmmmm hoops again) the EarthLink Rep. admitted they reopened my old account without my knowledge. The short of it, Rep. said they would have to verify Time Warner was billing me and would call me back. I'm still waiting!

Ron should dispute the charges with his credit card company as well as with Earthlink.

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